Many consultants claim they are customer-first. Most will tell you they listen to and care about your feedback. The Apps difference is that we have built our processes around the belief that we are better and smarter together.
What do we mean by that? Customer Satisfaction is not just a passive star-ranking survey. We have a dedicated team that calls our customers and has a face-to-face conversation with them. Nothing is off limits. Where did we excel? Where did we fall short? And it doesn’t stop at the conversation. Each interview is scored, tagged, and distributed to key stakeholders within our business. Our entire team—leadership, the executive sponsor, project managers, and developers—receives the survey results. This allows us to celebrate successes together and learn from opportunities for improvement.
This process allows our customers to get more from our partnership. We’re not just responding to problems – we’re identifying opportunities to meet new needs and provide services our customers want. Our agile approach allows us to pivot and adapt quickly. We utilize tools and automation to help identify key trends from the data and focus on those areas for continuous improvement.
At Apps, Customer-First is not just a buzzword – it is our belief system.
We use the industry-standard Net Promoter Score (NPS) to measure our client satisfaction and loyalty. This tangible metric asks clients how likely they are to recommend our services.
The scale ranks businesses with a number –100 to +100. Professional Services’ industry average NPS is 18-22, with the excellent range considered 50+.
Apps’ 12 month average NPS score is 55 – and we’ve set our sights even higher. We know our customers trust us with their most important business operations, and they believe in our commitment to delivering outstanding results.
Even though we’re a company of tech consultants, we understand the people side of things.
We prioritize our customers’ success above all else – not just the companies’ bottom line, but the individuals we work with. What does this look like?
Apps Associates’ proven AppsTransform framework helps us delivery consistent results for our customers while innovating and anticipating their changing needs.
When we identify an emerging need, we have the skills and the initiative to create a solution that solves our customers’ needs – making our projects more efficient, reducing time to go-live, and improving customer satisfaction.
The work we put into listening to our customers and partners benefits more than just project outcomes – it is an integral part of our team journey. Getting consistent and honest feedback helps our individual team members improve their skills interpersonally and technically. We use this process to shape our solutions and fuel continuous growth.